Contact Center Analytics & AI Leader

KeyBank; Brooklyn (OH); On-site; USD 96,000 - 181,000; Full time

Job summary

KeyBank seeks a Business Analytics Manager to deliver operational reporting, BI, and analyticsfor Contact Center Operations. The role partners with business and tech teams to translate data into insights that drive performance and customer experience improvements.

Responsibilities include building dashboards, automating reports, and applying AI-enabled analytics to complex data. Requires strong SQL, Tableau, Python, and communication skills with a focus on scalable cloud solutions.

Qualifications

• Bachelor's degree in Analytics, Business, Data Science, Statistics, Computer Science, Mathematics, Finance, or a related discipline.
• 5+ years of experience in business analytics, operational reporting, BI, or related analytical functions.
• Advanced SQL skills and experience working with large datasets.
• Experience developing dashboards and reporting solutions using Tableau or similar BI platforms.
• Experience with Python, reporting automation, or data transformation processes.
• Strong analytical, problem-solving, and critical-thinking skills.
• Excellent communication skills with the ability to explain complex analytical concepts to both technical and non-technical audiences.
• Demonstrated ability to manage multiple priorities and deliver results in a fast-paced environment.

Responsibilities

• Own the development, maintenance, and enhancement of operational reporting solutions supporting Contact Center performance management.
• Deliver accurate, timely, and reliable reporting across key operational metrics.
• Design and maintain dashboards, scorecards, executive reporting packages, and self-service reporting tools.
• Ensure consistency and integrity of reporting methodologies, calculations, and KPI definitions.
• Analyze operational, customer, and interaction data to identify trends, risks, and opportunities.
• Present findings and insights to leaders and business partners in a clear and compelling manner.

Skills

Advanced SQL

Tableau/BI

Python

Analytical thinking

Communication

Education

Bachelor's degree in Analytics, Business, Data Science, Statistics, Computer Science, Mathematics, Finance, or related

Tools

Tableau

BigQuery

Google Cloud Platform

AI analytics

Job description

KeyBank seeks a Business Analytics Manager to deliver operational reporting, BI, and analyticsfor Contact Center Operations. The role partners with business and tech teams to translate data into insights that drive performance and customer experience improvements.

Responsibilities include building dashboards, automating reports, and applying AI-enabled analytics to complex data. Requires strong SQL, Tableau, Python, and communication skills with a focus on scalable cloud solutions.